Flashcard Set Preview
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| 1 |
What are the 3 steps to listening techniques
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Think TCCTune inconfirmingcapturing
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| 2 |
What to do to tune in?
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Block out interferfence
Focus on what the customer is
saying
Prime and acknowledge...
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| 3 |
what to do to confirm
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Confirming
Summarize and simplify
Paraphrase what is being
captured (reflective...
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| 4 |
what is meant by capturing
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Capturing
Record critical talking points
Device selection =
situational/...
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| 5 |
What are the three types of selling techniques?
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1. Stimulus response2. mental states/formula sell3. need satisfaction
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| 6 |
Which is related to stimulus response?
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personal direct selling
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| 7 |
what are some applications for stimulus response?
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clothing, transportation, communications entertainment
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| 8 |
what are some environments of stimulus response?
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Environments
- low cost
supplemental product or upgrade sales
- limited time frame
- ...
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| 9 |
what are some characteristics of stimulus response?
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- stimulus used to
generate spontaneous positive response
- application and
predominant...
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| 10 |
What are the four steps in a mental state/formula sell?
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Which of
the following have the right sequence of stimili"?
Attention
Interest
-...
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| 11 |
What are the characteristics of formula/mental state sell?
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Characteristics
- form
of " stimulus response" selling used to generate reptitive
"yes"...
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| 12 |
At what stage in the formula sell process is there benefit opportunity?
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interest
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| 13 |
at what stage in the formula sell process is there solution/proposal?
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desire
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| 14 |
what stage in the formula sell process is there a decision request?
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action/close
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| 15 |
What are the steps in the need satisfaction process?
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Earn the right
Need development
Need...
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| 16 |
what is the main objective of earn the right?
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Customer
relationship
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| 17 |
what is the main objective of need development?
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Customer/goals/obstacles
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| 18 |
what is hte main objective of need recognition?
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Customer needs
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| 19 |
what is the main objective of customer awareness?
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Necessity to act
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| 20 |
what is the main objective of the solution/
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Satisfaction of need
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| 21 |
what is the main objective of close?
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Customer commitment
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| 22 |
What are the characteristics of need satisfaction?
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Characteristics
- focus on
individual customer objectives and needs
- utilizes two way
communications
-...
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| 23 |
what environments are ideal for need satisfaction selling?
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Environments
- significant
investment impact
- analytical buying
process
- advanced...
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| 24 |
In the earn the right, what are the other objectives?
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- gain attention
- stimulate interest
- develop rapport
and initiate relationship
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| 25 |
In the earn the right, what methodologies are used?
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state role, purpose and time
- make opportunity
statement
- decision maker
focus:...
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| 26 |
In the need development step, what other objectives?
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-Determine buying
motives: company and decision maker
- define performance
requirements
-...
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| 27 |
need development methodologies?
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- determine decision
maker and organization goals and barriers
- define risks to
achieve...
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| 28 |
Need Recognition other objectives?
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- identify needs and
solutions w/o disclosure
- develop needs to
seller's strengths
-...
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| 29 |
need recognition methodology?
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- match performance
problems with current processes
- assess plans to
meet goals and rectify...
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| 30 |
customer awareness objectives?
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-create dissatisfaction with present process
- upset homeostasis
- create urgency...
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| 31 |
customer awareness methodology
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- clarify the
magnitude and significance of problem
- define impact of
unsolved problems,...
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| 32 |
solution objectives?
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- present as best
solution for buying criteria
- reinforce urgency
to act
- test with...
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| 33 |
solution methodologies
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- define &
emphasize maximum competitive superiority and buying criteria attainment
-...
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| 34 |
closing objectives
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- secure formal
agreement
- manage all
objections
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| 35 |
closing methodologies
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- situation dictates
best closing and objection management techniques
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| 36 |
Need development should focus on?
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buying motives
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| 37 |
The focal part of sale is?
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need recognition->customer awareness this is where you get credibility
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| 38 |
What are the four closing techniques?
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Trial close, Assumptive close, Direct request close, Alternative choice close
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| 39 |
What is the trial close?
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- seeks agreement situation- positive reinforcement- early decision to test buyers desireSample In...
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| 40 |
what is a Direct request close?
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A direct request close is when you ask for an order. You would do this when you have positive...
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| 41 |
What is an assumptive close?
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An assumptive close is a question or comment that presumes mental commitment.A situation where...
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| 42 |
What is the alternative choice technique?
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Alternative choice provides two or three decision options for the customer. This...
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| 43 |
What are valid objections?
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- reasonable and
honest obstacles to a sale
- barriers to
agreement or commitment
-...
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| 44 |
Invalid objections are?
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disguise genuine objections
- are
misrepresentation /excuses (usually unintentional)where...
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| 45 |
All objections other than what are invalid?
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real disadvantages and misunderstandings
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| 46 |
What is the process objectives?
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- a process that
removes obstacles and inhibitors to the successful completion of the sales
process
-...
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| 47 |
What is the significance of objections?
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- indicates the
degree of successful need recognition and development
- reflects the
customer's...
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| 48 |
what are the steps to managing objections?
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Listen-->question clarify-->test-->empathize-->answer-->gain agreement
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| 49 |
how do you manage objections from misunderstandings?
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Directly answer- directly answer the questions with all of the facts to alleviate the concern
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| 50 |
How do you manage objections from real disadvantages?
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Outweigh, minimize and reverse
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| 51 |
what does it mean to outweigh?
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to clarify how the benefits of the solution offset teh effort or expense of the investment
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| 52 |
what does it mean to minimize?
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demonstrate how to lesson the impact of concern
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| 53 |
what does it mean to reverse?
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to ask the customer to suggest what it would take to make them feel more comfortable about...
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| 54 |
continuous false objections means?
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- misinterpretation of needs- insufficient "customer awareness"
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| 55 |
Are all objections manageable?
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yes
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| 56 |
what do misunderstandings require?
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statement of facts
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| 57 |
how can you maximize opportunities created by objections?
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- trail close where objection is significant and effect solution is available- support answers...
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| 58 |
What are some dos?
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be confident, positive enthusiastic,respect the buyers opinionpreserve the customers imagemaintain...
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| 59 |
what is the price or cost value objection?
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is the highest ROI or lowest price the objective?
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the best value trumps the lowest...
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| 60 |
Changing Technology
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changing technology never stops
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delayed decisions means no decisions
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new technology...
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| 61 |
Budget constraints
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are there constraints on better ROI's?
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Are constraints on account codes or profits?
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| 62 |
Poor Time to Buy
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when is the best time to buy?
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higher profit opportunities = better time to buy
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| 63 |
Process and
Procedural Constraints
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what are the objectives of the procedures?
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are the procedures to improve or limit...
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| 64 |
New in the position
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the best time to make a difference
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opportunity to prove decision
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best time to...
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